Stored-media interface engine providing an abstract record of stored multimedia files within a multimedia communication center

ABSTRACT

An Interaction Object Model (IOM) Interface to a data repository includes objects representing files in the data repository; standardized information about each file, the information associated in the IOM with each object, and an updating interface communicating with the data repository, keeping objects conformal with the files in the data repository. An interaction interface to system function modules requiring data associated with the files in the data repository is provided, wherein through the interaction interface the system function modules are enabled to retrieve required data from the IOM without accessing the data files in the data repository directly. A principle use is in a multimedia call center, storing text and non-text transactions of the call center.

CROSS-REFERENCE TO RELATED DOCUMENTS

The present application is a continuation-in-part of copending patentapplication Ser. No. 09/151,429, filed on Sep. 11, 1998.

FIELD OF THE INVENTION

The present invention is in the field of telecommunication encompassingall existing sorts of interaction multimedia technology, and pertainsmore particularly to methods and apparatus for providing an abstractrecord of all multimedia and text interactions within a multimediacommunication center using existing enterprise rules.

BACKGROUND OF THE INVENTION

In the field of telephony communication, there have been manyimprovements in technology over the years that have contributed to moreefficient use of telephone communication within hosted call-centerenvironments. Most of these improvements involve integrating thetelephones and switching systems in such call centers with computerhardware and software adapted for, among other things, better routing oftelephone calls, faster delivery of telephone calls and associatedinformation, and improved service with regard to client satisfaction.Such computer-enhanced telephony is known in the art ascomputer-telephony integration (CTI).

Generally speaking, CTI implementations of various design and purposeare implemented both within individual call-centers and, in some cases,at the telephone network level. For example, processors running CTIsoftware applications may be linked to telephone switches, servicecontrol points (SCPs), and network entry points within a public orprivate telephone network. At the call-center level, CTI-enhancedprocessors, data servers, transaction servers, and the like, are linkedto telephone switches and, in some cases, to similar CTI hardware at thenetwork level, often by a dedicated digital link. CTI processors andother hardware within a call-center is commonly referred to as customerpremises equipment (CPE). It is the CTI processor and applicationsoftware is such centers that provides computer enhancement to a callcenter.

In a CTI-enhanced call center, telephones at agent stations areconnected to a central telephony switching apparatus, such as anautomatic call distributor (ACD) switch or a private branch exchange(PBX). The agent stations may also be equipped with computer terminalssuch as personal computer/video display unit's (PC/VDU's) so that agentsmanning such stations may have access to stored data as well as beinglinked to incoming callers by telephone equipment. Such stations may beinterconnected through the PC/VDUs by a local area network (LAN). One ormore data or transaction servers may also be connected to the LAN thatinterconnects agent stations. The LAN is, in turn, typically connectedto the CTI processor, which is connected to the call switching apparatusof the call center.

When a call arrives at a call center, whether or not the call has beenpre-processed at an SCP, typically at least the telephone number of thecalling line is made available to the receiving switch at the callcenter by the network provider. This service is available by mostnetworks as caller-ID information in one of several formats such asAutomatic Number Identification (ANI). Typically the number called isalso available through a service such as Dialed Number IdentificationService (DNIS). If the call center is computer-enhanced (CTI), the phonenumber of the calling party may be used as a key to access additionalinformation from a customer information system (CIS) database at aserver on the network that connects the agent workstations. In thismanner information pertinent to a call may be provided to an agent,often as a screen pop on the agent's PC/VDU.

In recent years, advances in computer technology, telephony equipment,and infrastructure have provided many opportunities for improvingtelephone service in publicly-switched and private telephone intelligentnetworks. Similarly, development of a separate information and datanetwork known as the Internet, together with advances in computerhardware and software have led to a new multimedia telephone systemknown in the art by several names. In this new systemology, telephonecalls are simulated by multimedia computer equipment, and data, such asaudio data, is transmitted over data networks as data packets. In thissystem the broad term used to describe such computer-simulated telephonyis Data Network Telephony (DNT).

For purposes of nomenclature and definition, the inventors wish todistinguish clearly between what might be called conventional telephony,which is the telephone service enjoyed by nearly all citizens throughlocal telephone companies and several long-distance telephone networkproviders, and what has been described herein as computer-simulatedtelephony or data-network telephony. The conventional systems arereferred to herein as Connection-Oriented Switched-Telephony (COST)systems, CTI enhanced or not.

The computer-simulated, or DNT systems are familiar to those who use andunderstand computers and data-network systems. Perhaps the best exampleof DNT is telephone service provided over the Internet, which will bereferred to herein as Internet Protocol Network Telephony (IPNT), by farthe most extensive, but still a subset of DNT.

Both systems use signals transmitted over network links. In fact,connection to data networks for DNT such as IPNT is typicallyaccomplished over local telephone lines, used to reach points in thenetwork such as an Internet Service Provider (ISP). The definitivedifference is that COST telephony may be considered to beconnection-oriented telephony. In the COST system, calls are placed andconnected by a specific dedicated path, and the connection path ismaintained over the time of the call. Bandwidth is basically assured.Other calls and data do not share a connected channel path in a COSTsystem. A DNT system, on the other hand, is not dedicated orconnection-oriented. That is, data, including audio data, is prepared,sent, and received as data packets over a data-network. The data packetsshare network links, and may travel by varied and variable paths.

Recent improvements to available technologies associated with thetransmission and reception of data packets during real-time DNTcommunication have enabled companies to successfully add DNT,principally IPNT, capabilities to existing CTI call centers. Suchimprovements, as described herein and known to the inventor, includemethods for guaranteeing available bandwidth or quality of service (QoS)for a transaction, improved mechanisms for organizing, coding,compressing, and carrying data more efficiently using less bandwidth,and methods and apparatus for intelligently replacing lost data viausing voice supplementation methods and enhanced buffering capabilities.

In addition to Internet protocol (IPNT) calls, a DNT center may alsoshare other forms of media with customers accessing the system throughtheir computers. E-mails, Video mails, fax, file share, file transfer,video calls, and so forth are some of the other forms of media which maybe used. This capability of handling varied media leads to the termmultimedia communications center. A multimedia communications center maybe a combination CTI and DNT center, or may be a DNT center capable ofreceiving COST calls and converting them to a digital DNT format. Theterm communication center will replace the term call center hereinafterin this specification when referring to multimedia capabilities.

In typical communication centers, DNT is accomplished by Internetconnection and IPNT calls. For this reason, IPNT and the Internet willbe used in examples to follow. IT should be understood, however, thatthis usage is exemplary, and not limiting.

In systems known to the inventors, incoming IPNT calls are processed androuted within an IPNT-capable communication center in much the same wayas COST calls are routed in a CTI-enhanced call-center, using similar oridentical routing rules, waiting queues, and so on, aside from the factthat there are two separate networks involved. Communication centershaving both CTI and IPNT capability utilize LAN-connected agent-stationswith each station having a telephony-switch-connected headset or phone,and a PC connected, in most cases via LAN, to the network carrying theIPNT calls. Therefore, in most cases, IPNT calls are routed to theagent's PC while conventional telephony calls are routed to the agent'sconventional telephone or headset. Typically separate lines andequipment must be implemented for each type of call weather COST orIPNT.

Due in part to added costs associated with additional equipment, lines,and data ports that are needed to add IPNT capability to a CTI-enhancedcall-center, companies are currently experimenting with various forms ofintegration between the older COST system and the newer IPNT system. Forexample, by enhancing data servers, interactive voice response units(IVR's), agent-connecting networks, and so on, with the capability ofconforming to Internet protocol, call data arriving from either networkmay be integrated requiring less equipment and lines to facilitateprocessing, storage, and transfer of data.

With many new communication products supporting various media typesavailable to businesses and customers, a communication center must addsignificant application software to accommodate the diversity. Forexample, e-mail programs have differing parameters than do IPapplications. IP applications are different regarding protocol than COSTcalls, and so on. Separate routing systems and/or software componentsare needed for routing e-mails, IP calls, COST calls, file sharing, etc.Agents must then be trained in the use of a variety of applicationssupporting the different types of media.

Keeping contact histories, reporting statistics, creating routing rulesand the like becomes more complex as newer types of media are added tocommunication center capability. Additional hardware implementationssuch as servers, processors, etc. are generally required to aid fullmultimedia communication and reporting. Therefore, it is desirable thatinteractions of all multimedia sorts be analyzed, recorded, and routedaccording to enterprise (business) rules in a manner that providesseamless integration between media types and application types, therebyallowing agents to respond intelligently and efficiently to customerqueries and problems.

An issue that remains to be solved with respect to current multimediastorage and access is that agents have a lager workload because of thevarying media that must be reviewed and disseminated when conductingreviews, research, and the like. Threaded contact histories that aretext-based are insufficient for the purpose of aiding audits or reviews.This is due to the fact that multimedia interactions are storedseparately and must be tracked as well as text-based interactions.Current threaded contact histories do not include these multimediainteractions.

Furthermore, an enterprise may desire to perform certain calculations orconduct research with automated systems that may be directed and adaptedto streamlining or improving overall performance. A basic example ofsuch a researched calculation may be a desire to determine thecommunication center's top 500 customers in terms of profitability. Suchresearch may be time consuming and difficult at best, especially in amultimedia communication center. Such communication centers may havemany databases wherein variant types of media may be stored. An agent orsystem may be required to access media records wherein differing typesof programs are required to access and review the media. Furthermore thevery nature of non-text multimedia files ensures a very large amount ofdata. Graphics files, audio files, video conference files, and the likerequire much more digital data than do text files. For this reasonalone, direct access to the multimedia databases will be time consuming.

A system known to the inventor and termed herein acustomer-interaction-operating-system (CINOS) enables multimediathreading wherein a contact history not only contains a text record ofall interactions regardless of media, but also provides direct accessfrom the threaded contact history to related recorded multimediainteractions such as are described by the text. Such access may beaccomplished from within the same application. This capability iscovered in various patent applications authored by the inventor andlisted in the section entitled Cross-Reference to Related Documents towhich the present application is related. All of these related documentshave been included by reference in the present application, and theirdisclosure is a part of the present disclosure.

It is desirable, within a multimedia communication center, to not onlyprovide a multimedia-capable storage system that may be accessed viaagents or the like, but also, to provide a way to automatically accessand present such stored information to other systems quickly withouthaving to invoke actual media or to access the actual multimedia datarepository.

What is clearly needed is a method and apparatus for automaticallypresenting, upon request or by predefined process, a complete up-to-dateabstract model representing all of the important data relating to bothtext-based and multimedia interactions such as may be recorded andstored within a multimedia communication center. Such a model wouldallow other systems to perform calculations and achieve objectives usingsuch presented data without specifically invoking related media oraccessing the multimedia repository.

SUMMARY OF THE INVENTION

In a preferred embodiment of the present invention an Interaction ObjectModel (IOM) Interface to a data repository is provided, comprisingobjects representing files in the data repository; standardizedinformation about each file, the information associated in the IOM witheach object; and an updating interface communicating with the datarepository, keeping objects conformal with the files in the datarepository.

In preferred embodiments the IOM further comprises an interactioninterface to system function modules requiring data associated with thefiles in the data repository, wherein through the interaction interfacethe system function modules are enabled to retrieve required data fromthe IOM without accessing the data files in the data repositorydirectly. The repository may be a multimedia repository in a multimediacall center, storing text and non-text transactions of the call center.The system function modules may include one or more of acustomer-information system, a communication routing system, an auditsystem, and messaging systems.

The Interactive Object Model of the present invention, taught inenabling detail below, provides a facility for manual and automaticfunctions requiring data from a data repository to quickly access suchdata without being required to actually peruse the repository itself.

BRIEF DESCRIPTION OF THE DRAWING FIGURES

FIG. 1 is a diagram of a multimedia communications center enhanced witha network operating system according to an embodiment of the presentinvention.

FIG. 2 is a block diagram illustrating basic layers of a customerinteraction operating system according to an embodiment of the presentinvention.

FIG. 3 is a flow chart illustrating basic steps performed by the networkoperating system of FIG. 2 related to completing interactivetransactions between business partners.

FIG. 4 is a block diagram illustrating agent-desktop function accordingto an embodiment of the present invention.

FIG. 5 is a block diagram of an exemplary WEB-form customer interfaceaccording to an embodiment of the present invention.

FIG. 6 is a flow chart illustrating media-presentation andcustomer-interface logic steps according to an embodiment of the presentinvention.

FIG. 7 is an exemplary overview of a multimedia interaction storagesystem within a communication center according to an embodiment of thepresent invention.

FIG. 8 is a block diagram of the repository of FIG. 7 illustratingthreaded text-blocks and their relationship to stored multimediaaccording to an embodiment of the present invention.

FIG. 9 is a process flow chart illustrating logical steps taken whenbuilding a threaded multimedia contact-history of communication-centerinteractions according to an embodiment of the present invention.

FIG. 10 is a block diagram illustrating an interactive multimediaapplication (IMA) tool kit and a created application according to anembodiment of the present invention.

FIG. 11 is a process flowchart illustrating logical steps for buildingan IMA for a user interacting with CINOS according to an embodiment ofthe present invention.

FIG. 12 is a block diagram illustrating the relationship between a massrepository, an interaction object model (IOM interface), anddata-interaction systems according to an embodiment of the presentinvention.

FIG. 13 is an exemplary flow chart illustrating interactive stepsassociated with IOM functionality according to an embodiment of thepresent invention.

DESCRIPTION OF THE PREFERRED EMBODIMENTS

FIG. 1 is a multimedia communications center enhanced with a networkoperating system according to an embodiment of the present invention. Atelephony-network architecture 11 comprises an enterprise-hostedcommunication center 17 that is linked to, in this example, both apublicly-switched telephone network (PSTN) 13, and a wide area network(WAN) 15, which may be the public Internet or other digital network,such as a company Intranet.

In this particular embodiment communication center 17 handles bothconventional telephone calls, which may be categorized as connectionoriented switched telephony (COST) calls, and data network telephony(DNT) calls, which may be DNT calls over a private digital network orcalls according to a protocol such as the well-known Internet protocol.DNT calls are characterized in that data is transmitted as addresseddata packets as opposed to dedicated connections in COST calls. Asindicated, PSTN 13 may be a private rather than a public network. WAN 15may be a company Intranet, the Internet, or another type of WAN known inthe art. The particular method of call delivery and call centerintegration is not particularly relevant for the purposes of thisinvention. There are many ways known both to the inventor as well asknown in the art. Particular issues discussed in the disclosure betweenthe telephones and the computers might be implemented differentlydepending on the actual system, but shall be deemed equivalent for allpurposes of this invention.

Incoming COST calls arrive at a network-level telephony switchingapparatus 19 in network cloud 13 and are connected over trunk 23 to acentral telephony switching apparatus 27 within communication center 17.From switching apparatus 27, calls are routed according to existingrouting rules over internal wiring 56 to agents' telephones 47, 49, 51,and 53 residing at agents' workstations 31, 33, 35, and 37 respectively.

Incoming DNT calls, and other communication events such as e-mail, filetransfers and the like, arrive at a routing node 21 in WAN 15 and arepassed on over digital connection 25 to a routing server 29 withincommunication center 17. Once calls arrive at server 29, they may, insome embodiments, be routed directly over LAN 55 according to existingrouting rules to personal computer/video display units (PC/VDU) such asPC/VDU 39, 41, 43, or 45 located at agent's workstations 31, 33, 35, and37 respectively.

In this embodiment, switch-connected telephones 47-53 are also connectedto PC/VDU's 39-45 via a headset to computer sound-card according totechnique known to the inventor and accomplished via an I/O cable. Thusconnected, agents may respond to incoming COST and DNT calls with thesame headset.

In the exemplary system and communication center shown, the equipmentand applications are adapted to provide for multimedia operation at eachof the agent stations, so the agents can interact with clients in manydifferent ways, as are known in the multimedia arts.

Computer telephony integration (CTI) enhancement is, in this embodiment,provided both at communication center 17 and in PSTN 13. For example, inPSTN 13, a processor 61 running instances of a CTI application known asa T-server (TS) to the inventors, and a statistics server (Stat) isconnected to telephony switch 19 via CTI link 65. An intelligentperipheral 59 of the form of an interactive voice response unit (IVR) isconnected to processor 61 via data connection 63. Similar CTI equipmentis illustrated within communication center 17. Namely, a processor 67running instances of TS and Stat and connected to telephony switch 27via CTI link 71, and an IVR 69 connected to processor 67 via a dataconnection 73, with processor 67 further connected to a local areanetwork (LAN) 55 within communication center 17.

In alternative embodiments there may also be a CTI processor 22 in WAN15 connected to server 21 by a CTI link 24. Also in some embodiments aseparate data network 66 connects these CTI processors. In this way,intelligent routing may be performed at the network level withnegotiation and direction from within communication center 17.

It will be appreciated by those with skill in the art that the CTIenhancements, as immediately described above, may be hosted on oneprocessor at PSTN 13 and on one processor at communication center 17without departing from the spirit and scope of the present invention.The inventor has chosen to show separate processors having separatefunctions for exemplary purposes only. It will also be appreciated bythe skilled artisan that there may be many more or fewer than the fouragent stations shown in communications center 17, and hardware andsoftware arrangements may be made is a variety of ways. Also, homeagents might be connected in a variety of ways to the call center.

In a preferred embodiment of the present invention, acustomer-interaction network operating system, hereinafter termed(CINOS), is provided for the purpose of managing communications center17, and optimizing and recording all agent/customer interactionsreceived at communication center 17 from networks 13 and 15. CINOS isunique in the fact that it is a multi-tiered object- andprocess-orientated system wherein logic regarding the various aspects ofit's functionality is achieved via knowledge-based architecture andobject modeling. Various functions of CINOS, more fully described below,include capturing (recording), analyzing, routing, and, in manyinstances, responding via automated process to customers engaged ininteractions with the enterprise (company hosting the communicationcenter). CINOS is adapted to support all planned communication mediumssuch as multimedia DNT applications including e-mail, video mail, filetransfers, chat sessions, IP calls, and CTI COST transactions such asvoice calls, voice mails, faxes, and so on.

Referring back to FIG. 1, CINOS utilizes various LAN-connected machinesin order to perform various operations. Among these various hardwareimplementations are a multimedia server (MIS) 79 adapted to physicallystore and serve all multimedia transactions, and acustomer-information-system server (CIS) 57 adapted to physically storeand serve information relevant to customers such as purchase history,financial status, product preferences, contact information, etc. Acentral server (COS) 77 acts as a host location for a CINOS managerapplication (noted in text balloon) which is, in effect, the parentapplication that controls all of the operation and functionality of thesystem.

In addition to the above-mentioned machines hosting CINOS routines, eachPC/VDU such as PC/VDU 39, for example, has a CINOS-agent desktopinterface or client application (not shown) adapted to interact with theparent application. Also, each machine that provides particulardedicated function to communication center 17 such as switch-connectedCTI processors, IVR'S, and other related equipment host instances ofCINOS application-program interfaces (API's) to enable seamlessintegration of differing parameters and/or protocols that are used withvarious planned application and media types utilized withincommunication center 17. Such programs may also co-reside or be in anycombination or hosted by themselves. Additionally, for performancepurposes, additional dedicated network links may exist between thoseservers, but essentially they are only performance boosters, and hencefor clarity purposes, only a simple network is shown.

As previously described, CINOS comprises a multi-tiered architecture.This unique architecture comprises an external media layer forinterfacing with the customer or business contact, a workflow layer formaking routing decisions, organizing automated responses, recordingtransactions, and so on, and an internal media later for interfacing andpresenting interactions to an agent or knowledge worker. An innovativeconcept associated with CINOS involves the use of tooled process models,knowledge bases, and other object models as base instruction for it'svarious functions. These modular conventions may be inter-bound witheach other, and are easily editable providing a customizable frameworkthat may conform to virtually any existing business logic.

In simple operation, and after any network level routing, COST calls andDNT calls including other media events arrive at communication center 17to telephony switch 27, and routing server 29 respectively. Networklevel routing, as defined herein, includes any intelligentimplementation that may be in place and aided via processors 59, 61, and22. Load balancing to multiple communication centers, and transferringcustomer data obtained at network-level over data-network connection 66would be examples of such network-level routing.

Once a call or other communication event registers at either switch 27or routing server 29, CINOS immediately identifies the media typeassociated with the call and begins it's processes depending onenterprise rules. For example, a live COST call may first be routed toIVR 69 whereby the customer can be presented with varying choices suchas leaving a voice message, waiting in queue, receiving a call back, orperhaps an e-mail, and so on. Interaction by IVR 69, in this instance,will preferably be via voice recognition technique such as is known inthe art, but may also be via touch tone response or other known method.As previously described, the caller may elect from a number of options,such as to hold for a next available agent, select an automated responsesuch as a fax back, or perhaps a later agent-initiated response such asan e-mail or call back. In all cases, CINOS seamlessly processes andexecutes the logic required to accomplish the goal of the caller in amedia and application-independent fashion.

DNT events are handled much the same way as described above for livecallers. For example, an IP call may be routed to a digital equivalentof an IVR for interaction or queued for a next available agent, and soon. In one embodiment, IVR 69 may be adapted to handle both COST and DNTinteraction.

All interactions with live external media, including actual text-basedevents whether live or not, are recorded and stored in MIS 79 with anassociated text version of the media stored as well, and becoming partof an overall threaded contact history. This is accomplished in varyingways according to existing parameters such as media type, whether theevent is a live call, and so on. For example, CINOS may execute acommand directing IVR 69 to digitally record an incoming COST callduring customer interaction and then store the voice recording of thetransaction in MIS 79. A text version of the recording either createdsimultaneously from the voice recording via voice-to-text techniques(known in the art), or created by a live attendant via manual annotationmay be sent to and stored in DB 79. An IPNT call arriving at routingserver 29 may be similarly recorded and stored in MIS 79 with anassociated text version of the interaction stored in DB 79. E-mails,video calls, voice mails and so on are similarly handled. For example,an incoming e-mail is stored in MIS server 79 while text from the e-mailmay be extracted and stored associated with the e-mail.

The purpose of the text version of the event is twofold. Firstly, acomplete text-based transaction history of communication center 17 maybe compiled and reserved for later access and audit. Secondly, an agentor knowledge worker may, in some instances, see the text version of theevent at the same time that he receives routed notification of theevent. In this way, an agent may begin mental preparation before takinga call. The text version of an event must be machine-readable and humanreadable at times displayed. Interactive media-independent viewers, partof the agent's client application, may be used to disseminateinformation which may initially not be human readable.

It is important to note here that the text-based version of an event mayor may not be a complete and verbatim rendition of an actual mediaevent. For example, an e-mail may contain many documents each havingmany pages of text. Therefore, the text-based version of a particulare-mail event may simply contain the name and particulars regarding theauthor, a purchase order, and a list of the enclosed documents by title,and basic content or memo as well as a possible manual annotation. Theattachments to the e-mail may be stored separately, and be alsocross-indexed and retrievable. Seeing the purchase order when the eventis routed to an agent desktop tells the agent that this e-mail isimportant.

A fax, stored originally as a bit-mapped document, may be converted totext in the system via optical recognition (OCR) technique whereinsometimes only certain content such as the authors contact information,basic intent of the fax, and perhaps special numbers or codes containedin the original fax are recorded in a text version 79, sometimes thewhole text is OCR'd, while the original fax is stored in it's entiretyin DB 79. Such codes or numbers that are specifically parsed from actualmedia may be part of a unique coding system set up by the enterprisewhereby customers are directed to include such codes or numbers withtheir orders, service requests, and so on.

Parsing text messages is accomplished via a text-analyzer known to theinventor. In other non-text media types, such as video or graphics,descriptive notes may be taken via live attendant and stored in DB 79 aspreviously mentioned. Voice recognition technology may also be used in acase of recorded sound or video with sound. All transactions regardlessof media type are thus recorded and stored according to enterprise ruleswith at least a meaningful part of the content if not all of the contentof such transactions converted to text and stored in DB 79 associatedwith the recording of the event. Again, the importance of the textversion is that the extracted knowledge of the transaction therein is inmachine-operable code, allowing search and cross-referencing functionsthat may otherwise not be possible.

After incoming events are analyzed and processed with regards toqueuing, recording, storing, etc. CINOS decides the disposition paths ofeach event. For example, live calls in queue are routed to live agentsif available, if this is the priority action in the enterprise rules.E-mails are either routed to next available agents using a pushtechnology, or simply stored in MIS server 79 where they may beretrieved by agents after receiving notification. Recorded events suchas IVR voice requests are stored in MIS server 79 where they may beretrieved by agents, and so on.

By the use of routing and routing notification events, any media may berouted to an appropriate agent based on skill, or any other rule-basedrouting method over LAN 55. Actual multimedia events may be accessedfrom MIS server 79 at the agent's discretion, or by rule, and text-basedversions of those events stored in DB 79 may be mirrored and routed tothe agent along with notification of the incoming event.

Other services may be performed by CINOS such as responding to mediarequests without agent participation via initiating automated faxresponses, out-bound dialing campaigns wherein recorded information isgiven to a customer perhaps concerning an order placed by the customer,and so on. Networking via business or chat applications between severalbusiness partners, customers, agents, and so on, is possible whereineach entry may be stored in DB 79 as part of a discussion threadincluding responses of another media type, perhaps initiated by acommunication-center agent to one of the participants during thediscussion.

As a general rule, full multimedia storage is done in a mass storageserver, and linked by cross-indexing to the database. Depending on thebusiness model, full text or only partial annotation is stored in thedatabase, or a mix therof, e.g. by media type.

In addition to supporting a wide variety of applications and protocol,CINOS is provided with the tools for building media-independentself-help wizards that are adapted for problem solving and reduction.Similarly, external and internal interaction media viewers are providedand adapted to support any media of choice.

CINOS uses object modeling and linking techniques that are known in theart to effect much of it's goal of presenting a seamless customerinteraction with an enterprise agent or knowledge worker operating in acommunication center such as center 17. For example, an interactionobject model (IOM) represents a transcript of all interaction historystored in DB 79 and provides an audit trail of the state of transactionsof all interactions. An interaction process model (IPM) controls howevents are handled within the operating system.

An additional set of models handle how agents receive their routed mediasuch as via traditional push model, blended push model, publish andsubscribe model, or interrupt model. Prioritizing interaction events mayalso be accomplished through varying the push theme or scheme. Forexample, traditional push technology for e-mail means that only e-mail(media type) is being worked on by an agent. By blending the push modelwith a publish and subscribe model, the interrupt model is createdwherein the agent may subscribe to various routed media such asanswering phones, and responding to faxes, but may be interrupted for animportant interaction of another media type such as e-mail and so on. Inthis way an agent's time may be utilized according to enterprise ruleswithin an automated environment.

Outbound campaigns may be configured according to enterprise rules andmedia preference using a single rule-set knowledge-base. This single setof outbound tools can be used to initiate customer dialog via predictivedialing, e-mail push, automated recorded messages, and so on.

It will be apparent to those with skill in the art that common objectmodeling (COM) can be used to create virtually any type of model for anytype of enterprise situation. It is the intention of the inventor toprovide the applicable control codes known in the art for buildingprocess and object models and enabling the linking and interactionbetween the models. As previously described, it is partly the fact thatCINOS uses these various models and knowledge bases to achieve desiredinteraction that sets it above current-art systems. The inventor knowsof no such network interfacing operating system that is based on theabove described technology.

CINOS may be implemented in a number of different topologies. Forexample, CINOS may be implemented as a centralized topology with onecommunication center as shown here in FIG. 1, a distributed topologywherein a single communication center may span multiple physicallocations, a segmented communication center wherein a single pool ofagents services more than one company or customer base, or a widecommunication network wherein a plurality of communication centers suchas center 17 cooperatively service a common pool of customers or acustomer base. Enterprises involved in commerce such as large financialinstitutions hosting many geographically separate communication centersmay build their entire networking system using CINOS architecture instandardized and distributed fashion. There is no limitation to the typeof enterprise that may use CINOS as it may be tooled to accommodatevirtually any network architecture linked to a communication centerhaving DNT capability.

It will also be apparent to one with skill in the art that CINOSroutines according to various embodiments of the present invention maybe included and implemented at the network level without departing fromthe spirit and scope of the present invention such as in processor 61,and IVR 59 in PSTN 13, or in routing node 21 in WAN 11.

FIG. 2 is a block diagram illustrating basic layers of the networkoperating system according to an embodiment of the present invention. Aspreviously described with reference to FIG. 1, CINOS comprises threebasic operating layers. They are an external media layer 83, a workflowlayer 85, and an internal media layer 87. External media layer 83interfaces directly with the customers or business contacts or partnersas illustrated via customers a and b, and business contact c. Thebi-directional arrows beneath each of the above mentioned participantsillustrate interactive participation with CINOS on the customer side.

External media layer 83 may, in one embodiment, be a multifaceted,web-based self-help interface providing news information and a host ofother services that may be personalized by the customer. In manyrespects, external media layer 83 in this embodiment is similar to a webbrowser.

Workflow layer 85 comprises 3 basic function categories beginning with acontent analysis category 89 wherein textual analysis, voice analysis,IVR interaction, recording and storing takes place. A next category iscontext resolution 91. Context resolution involves customeridentification, business process binding, preparation for routing, andso on. A third category termed interaction routing 93 comprises variousprocesses associated with the presentation of the interaction to agents,service persons, knowledge workers, business partners, customers and thelike, that is, all transaction partners. Category 93 covers queuing,skill-based routing, automated treatment, workflow models, and so on.

Internal media layer 87 comprises an agent desktop interface not shownin FIG. 1, but described in more detail below. Both external layer 83and internal layer 87 contain the required tools for enabling media andapplication-independent interfacing such as previously mentionedself-help wizards, media viewers, and other controls as prescribed viaenterprise rules.

Internal media layer 87 provides an agent with, among other options,information about the customer or contact, information about current orhistorical business processes, information about current interactionsand their relationship to business processes, and a knowledge-base toguide the agent or knowledge worker with interaction response andworkflow. An agent a, and agent b, and a knowledge worker c are shownherein interacting with the system as illustrated via bi-directionalarrows. The skilled artisan will recognize these are merely examples,and there may be many more such persons, and interactions in someinstances may be routed to machines for response.

It will be apparent to one with skill in the art that the multi-tieredarchitecture of CINOS such as is illustrated herein may comprise manymore or differing steps or processes without departing from the spiritand scope of the present invention.

FIG. 3 is a flow chart illustrating basic steps performed by theinteraction operating system of FIG. 2 related to completing atransaction between a customer and an agent, wherein the transaction isinitiated by the customer. Similar steps may be accomplished in theopposite direction for communications initiated by an agent, as thesystem is bi-directional, but the present example will serve to teachthe inventive aspects of the system. In step 95, an incomingtransaction, such as a live call, an e-mail, etc., is received at theappropriate CTI switch (COST) or routing server (DNT) in a CINOScommunication center such as center 17. In step 97, customer and mediatype are identified and interaction proceeds.

All transactions, whether live calls, such as video calls, DNT calls andCOST calls, or text-based documents, such as e-mails, are recorded andstored in one or more mass storage devices handled by one or moredatabase applications. This may be taken as server 79 of FIG. 1,although the diagram of FIG. 1 is exemplary.

A principle object of the invention is to extract maximum informationfrom every transaction for building a knowledge base that can be usedfor dynamic management and future analysis and development. This is doneprimarily by data mining, which is applicable to machine-operable code,that is text. Because of the nature of the extraction, there is adifference in the way live calls and text-based media is handled.

Discrimination as to the text nature of the media is made at step 99. Ifthe media chosen by the customer is already text-based, then thetransaction is recorded as received (101), and a data mining applicationextracts important information in step 103 and stores it in theknowledge base. The distinct portions and versions of the transaction,such as the originally recorded version and any extracted data arerelated to one another and to other knowledge previously stored, andbecome part of a threaded interaction history associated with an ongoinginteraction and ultimately of an overall contact history.

If the media chosen by the customer is determined in step 99 to be alive interaction such as a COST or IPNT call, then the existingknowledge base is accessed at step 107, and the call is routed to thebest fit agent. This may, of course, be done in a number of ways, suchas an ADC, skill-based routing as known to the inventors, transfer to anIVR for automatic processing, and so on, as may be dictated byenterprise rules. If routing is to an agent, customer information may beretrieved from CIS server 57 (FIG. 1) and sent to the agent's PC, andappropriate scripts may be provided to guide an agent in interactingwith the caller.

In step 109 the actual transaction is recorded as it takes place, which,in the case of live calls, may be a video or an audio recording or acombination of both. Preferably the recording is digitized.

In step 111, a maximal text version is prepared from the actualtransaction. The ability to do so depends to a degree on thesophistication of the system. This process may be as simple as a personadding notes for annotation or as sophisticated as a voice-to-textapplication preparing a full text version as the transaction transpires.

In step 113 the text version is mined for data and resulting knowledgeis stored in the appropriate knowledge base for future use, and added tooverall record with appropriate cross-referencing.

It will be apparent to one with skill in the art that there will be manyroutines comprising various steps for performing different processes asmay be determined by enterprise rules which may likewise vary dependingon, among other considerations, company type, product and or servicetype, communication center architecture, whether or not the systemarchitecture is centralized or distributed, and so on. The embodimenttaught herein is meant only as a basic example of process functionalityrelated to CINOS processing of an incoming event.

FIG. 4 is a block diagram illustrating agent-desktop function accordingto an embodiment of the present invention. An agent-desktop client 115,part of the CINOS overall architecture, enables an agent or knowledgeworker to configure and control his or her interface to the rest of thesystem and to external media. Client 115 may be personalized accordingto a particular agents parameters. A desktop interface 117 may appearand function much like a personalized web-browser containing manysimilar attributes related to network capabilities including fullmultimedia function, software tool kits, linking and embeddingcapability, and so on.

An HTML client application 119 oversees all of the network capabilitypreviously mentioned. In this embodiment for example, HTML client 119communicates with an Internet information server 121 using HTTP protocolwhich is standard. Client 119, if provided minimally, may be used inconjunction with an Internet browser for full multimedia function. Insome embodiments, it may be maximally provided to be a fully featuredclient with full web browser function. For example, an agent may createand edit web forms, web pages, embed controls into such web-based formsor pages to provide certain customer interaction mechanisms in additionto having a fully functional navigation tool at his disposal.

In another embodiment, Server. 121 may be a server on a private networkor corporate WAN instead of an Internet server. In a preferredembodiment, however, any number of servers on the Internet and/or linkedto a WAN other than the Internet may communicate with client 119 as itintended to support all existing and known communication protocols.

A windows client 123 is provided to seamlessly integrate existingapplications on the agent's PC to network applications and processes.This may be implemented via a desktop tool-kit 125 that contains all ofthe required controls for building, integrating and customizing theinterface.

A business-logic layer comprises business object models 129, hereinaftertermed business objects 129, representing contacts, interactions,knowledge-bases, events, routing processes, and other system routines.Integration and interaction of the various described desktop componentswith these logics is accomplished via common object modeling (COM) whichis known in the art and available to the inventor. Desktop to CTIintegration is accomplished via controls provided or created with a CTIset of tools or tool kit (not shown). For example, if the enterprisedesires to blend voice and e-mail, the CTI tool kit would be used tobuild and integrate the interface.

Existing network applications such as CIS, enterprise resource planning(ERP), Commerce, and the like interact with various business objectsusing COM and may also interact with a physical database using ODBC andSQL.

Customer Interface Media Window

According to a preferred embodiment of the present invention, CINOSaccess by customers of an enhanced multimedia communication center, suchas center 17 of FIG. 1, is controlled by means of a customer-facingmedia interface, by which customers may be identified and evencategorized according to numerous criteria. In some cases access may becontrolled through subscription, or according to other qualifyingcriteria such as may be deemed appropriate by the enterprise. Forexample, if the enterprise is an exclusive investment club, membershipmay be required. Categorizing criteria may include demographicinformation such as income level, credit history, or any other attributethat may be quantified and used to categorize a customer.

An enterprise-controlled access point may be defined as an interfacingwindow or portal created and maintained at a typical customer entrypoint in a network as may be known in the art. Such interfaces may takethe form of a WEB-based customer interface (a WEB page), an interactivevoice response (IVR) unit, a service control point (SCP), or some othercustomer-facing system or apparatus as may be known in the art.

For the purposes of this specification, an example of anenterprise-controlled WEB-form access and interface window isillustrated as an example for a preferred embodiment. The inventor deemssuch an interface to be most adept in offering best-fit media optionswhile remaining accessible to a large customer or client base.

FIG. 5 is a block diagram of a WEB-form customer interface according toan embodiment of the present invention. WEB form 133, hereinafter termedaccess window 133, is provided to be a part of an enterprise's WEB pagewhich may be accessed through Internet connection and navigation, as isknown in the art. Widow 133 is part of the CINOS software architecturedescribed above, and represents the initiation of any customerinteraction with the hosting enterprise. A WEB counter 143 is providedand records the number of visits to window 133.

Window 133 is built and edited using COM codes available to the inventorand typically found in tool kits adapted for the purpose of creatinginteractive displays on a WEB page. Such a tool kit may be located on anagent's desktop, perhaps part of an agent's HTML client such as client119 of FIG. 4. In one embodiment, it may be part of a systemadministrator's tool kit.

Window 133 contains interactive options directed at various categoriesand functions. For example, a new client section 135 containsinteractive options related to adding a new client to the activecustomer base of the enterprise. A customer service section 137 containsinteractive options presented to existing clients needing service. A neworder section 139 contains interactive options presented to existingclients wishing to do new business.

Each offered interactive option is an embedded executable functionhaving the appropriate links to other system areas of CINOS such as maybe relevant to the immediate interaction such as to services offered,routing routines, database searching, interaction recording, and so on.

An innovative function of window 133 is to provide front-end control ofaccess to the enterprise by existing and potential clients/customers.For example, as a client, contact, or potential client interacts withthe various media and functional options presented by the enterprise inwindow 133, he or she is being directed according to enterprise rules insuch a way that he or she may first be qualified or not to patronize theenterprise. Secondly, the contacting person may be categorized andsorted as to type of qualified customer. Thirdly, the person contactingperson may be directed to pre-selected media options by the enterprisefor various services offered including but not limited to routing liveinteractions, and so on.

In a preferred embodiment of the present invention, access window 133 isfully customizable, based on customer data and enterprise rules with thefocus of such customization directed toward benefiting the enterpriseand ultimately the client. That is, the client's options within window133 are pre-selected and preferred by the hosting enterprise based inpart on data about the client, details about the client's communicationequipment and software, and enterprise rules and constraints. In someembodiments, the client may aid in customizing window 133. However, asit is desired by the enterprise to provide service in a cost-effectivemanner, the client will be presented with options as preferred by theenterprise in most cases.

To further illustrate, refer now to new client section 135. If window133 is part of the enterprise WEB page, as is the case with thisexample, there will be a variety of visitors which may or may not bepre-qualified by the enterprise. Therefore, an interested party wouldbegin (and be restricted to) taking a new client survey, illustrated asone of the options in section 135. If the enterprise rules require thisas a first step, then the other options may be enabled only uponcompletion of the survey. By choosing new client survey, a second windowmay contain various survey options such as via e-mail, interactive voicerecording, type and send method, or the like.

Information taken in the client survey is recorded and entered into aCINOS database such as DB 75 of FIG. 1. Such information may also becompared against enterprise rules or constraints, and other knowninformation as may be available to the enterprise. Assuming the clientis now recognized by the enterprise, the client's media hardware andtelephony information may be recorded for future interaction purposes.Such information may include the client's personal computer parametersincluding modem type, Internet connection type, computer platform type,type of Internet phone application installed, etc. Similarly, COSTtelephone parameters may be recorded, such as personal phone number,business phone number, cellular phone number, forwarding numbers, and soon. Such data will influence latter customization of his personal window133 for the particular client including the types of media that will beoffered.

Finally, the client may be asked to create a password for the purpose ofaccessing CINOS. A section 141 is provided containing a network log-inoption along with download sections for obtaining permanent and ortemporary software as may be desired or needed, or, in some cases,required for the client to access certain services, view certaincontent, and so on.

Section 137 presents media options for clients seeking customer servicefrom the enterprise. These options are, in a preferred embodiment,presented in a customized or personalized fashion within the client'swindow 133 as was described above. Therefore, each client patronizingthe enterprise may access a version of window 133 that differs in lookand functionality than that of another client. In this example, servicesection 137 contains options for e-mail, chat program, fax program, aself-help wizard, and a voice wizard. Other media types may be added orsubtracted from the client's window 133 depending on any of severalcriteria. Personalization of widow 133 takes into account clientinformation as stored in CINOS database 75, service-agent mediaavailability and preferences, and perhaps any overriding enterpriserules. Unless and until a client is identified there are typically nooptions presented to the client for continuing a transaction with theenterprise.

For an identified client, by selecting the e-mail option, the client'spreferred e-mail program may be activated for the purpose of sending amessage to or soliciting a reply from a service agent. By selecting chatprogram, the client may be launched into a scheduled service seminarfeaturing many clients interacting with a service expert regarding acertain subject. One enterprise rule regarding section 137 may be thatthere is no telephone or I-phone media option for customer service for aclient in the absence of an ongoing project with the particularcustomer. In this sense an ongoing project includes any unfinishedbusiness that the client is involved in with the enterprise.

Self-help wizards and voice wizards as illustrated in section 137 may beoffered to help a client resolve an issue without taxing furtherresource. Such wizards may be customized based on a client's recordeddata, perhaps confirming past interactions, providing account or orderstatus, and so on. In some embodiments, selecting an option might availseveral additional options. For example, selecting chat program mayavail three possible chat programs to choose from with differentschedules, content, and functionality attributed to each individualprogram.

New order section 139 in this example contains various options adaptedto facilitate placing orders. The options as illustrated herein include,but are not limited to, I-phone, call back, promotional models, videopresentations, an on-line viewer, and an order wizard. Interaction isthe same as was stated with regards to section 137. For example,selecting promotional models, accesses a database containing the currentpromotional information and features of products which may be viewedinteractively by the client using an on-line viewer offered as one ofthe functional options (tool). The options presented in the New Orderssection may also be customized according to client identity,demographics, transaction history, and enterprise rules.

On-line viewers may enable the client to view documents that are notsupported on his computer platform. Selecting video presentation mayavail several types of videos for viewing, such that the client maychoose one. If the client does not have a viewer installed on hiscomputer which will support the offered video, perhaps the on-lineviewer may play the video, or the client could download a temporaryviewer from section 141, etc. Selecting call back may bring up a secondarray of media choices made available by the enterprise for receiving areply interaction from an agent.

By providing a controlled interface window such as window 133 theenterprise may control routing and interaction right from the beginningof customer contact. Through the innovative method of linking andreporting to other CINOS functions, and repositories, much real-timepersonaliation of window 133 according to enterprise rules and customerparameters may be made automatically. For example, if a client's historyindicates a propensity toward frequent buying, an I-phone option may bepresented in customer service section 137 in his window 133 immediatelyafter such a determination so that he may get direct customer service atall times.

Certain media options, as described above, may be afforded a certainpriority over one another regarding interaction with the enterprise. Forexample, a VIP client may have live interactive media choices offered inwindow 133 such as I-phone, call back to COST phone, video phone, etc. Aclient known for infrequent contact or troublesome interactive historymay be limited to text-based interaction such as e-mail and so on.

As an integral part of CINOS functionality, window 133 acts as a portalthrough which existing and potential clients may be screened,categorized and routed according to enterprise rules. Customerinterfaces such as window 133 may be provided at various locations on aWAN such as the Internet without departing from the spirit and scope ofthe present invention. Such portals may exist in different geographicregions, and may be created for differing customer bases such as one forLatin America, and one for the pacific rim, and so on. Instances ofCINOS routine may be distributed widely over a network.

Although the example provided herein is of a WEB form, it will beapparent to one with skill in the art that a CTI counterpart may becreated for the COST telephony network. Such a case may be a CINOSenhanced IVR at an SCP or customer access point in the COST network.

CINOS, as previously described, optimizes customer/agent interaction ina manner which is economical and cost efficient to both the enterpriseand the patronizing client. The customer interfacing window as taughtherein with regards to FIG. 5 is innovative in that it is a fullycustomizable portal that facilities seamless integration between clientsand enterprise agents according to enterprise rules. Further innovationis evident in that client data is fully and seamlessly integrated withCINOS intelligence and enterprise rules regarding routing ofinteractions and other constraints or limitations that are programmedinto the system. In effect, logic from the front end, or customer side,to the back end or agent side is linked and accessible to allappropriate CINOS routines which include applicable CTI CINOS routines.The various customer interfacing logic is are explained more fully belowin a series of process logic steps in a flow chart.

FIG. 6 is a flow chart illustrating media-presentation andcustomer-interface logic steps according to an embodiment of the presentinvention. In step 145, a visitor registers at an enterprise's WEB page.The visitor is identified according to enterprise rules in step 147. Instep 148 CINOS determines the current status of the visitor aftersearching known client and contact data records. For example, thevisitor may be a potential new client, an existing client, or anexisting business contact. Although not specifically illustrated, apotential or new-business-client is not typically logically separatedfrom a potential new-client until further process ensues in step 149with regards to qualification via survey.

If the visitor wishes to be a client, he may log-in to the networksystem in step 159. Log-in may be automatic in the event that CINOSremembers the client's assigned password, or perhaps typing the passwordor other code may still be required for security reasons. At the time oflog-in, window 133 is presented in personalized fashion according toclient data and enterprise rules in step 161. In step 163, interactionbetween an enterprise entity and the client begins with a media typethat is offered by the enterprise and selected by the client. Anenterprise entity, as immediately described above, is herein defined asan agent, knowledge worker, service person, or any other live attendant,as well as any entity constituting an automated response action such asan automated fax, an IVR, automated file downloads, etc.

At step 148, if it is determined that the visitor is new, then a newclient survey is conducted in step 149. Step 149 will determine if thenew visitor is a client or business contact via the survey process. Asdescribed with reference to FIG. 6, the client survey may be conductedusing a variety of known techniques and media. Presuming that a newvisitor qualifies as a client or business contact in step 149, he or shemay be asked to create a password in order to provide access to CINOS.In step 153, the client's appropriate communication and systemparameters are recorded for future reference and for use in customizingwindow 133.

At step 155, a client instance of CINOS, or perhaps another enablingapplication, may be presented for download by the client. In someembodiments, there may be no required software for download. Therefore,step 155 may be considered optional in this regard. In step 157, the newclient may log-in to the network system and begin interaction. Becausethe client, in this case, is accessing the system for the first time,the steps wherein he would obtain a customized window and begininteraction with an enterprise entity are not shown as intermediateconfiguration of media choices, product preferences, and the like, maystill be required before a customized interface may be presented. In oneembodiment, the client may not see a customized window until the nexttime he or she attempts to access the network.

Steps 165, 167, and 169 for an existing business contact as determinedin step 148 are similar to steps 159, 161, and 163 for an existingclient although the rules for interaction such as media used, personnelinvolved and so forth will be different. For example, in step 167 anexisting business contact may be offered the option of using anetwork-collaboration program wherein I-phone, file sharing, videoconferencing and the like are inherent to that one application.

It will be appreciated that there are many possible logic sequences orsteps that may be followed in interfacing and enabling interactionbetween a client and an enterprise entity without departing from thespirit and scope of the present invention. FIG. 6 presents just onepossible example of many.

It will be apparent to one with skill in the art that the rulesgoverning the types of media offered to clients may be based on acombination of variables such as may be decided upon by the enterprisewithout departing from the spirit and scope of the present invention.Likewise, offered media types may be added or withheld from a clientover a period of time based on such variables. Moreover, such additionsor subtractions of media availability with regards to customer interfacewindow 133 may be automated and based on calculated variables.

In one embodiment, a client may add or subtract media choices ifdesired, however, the enterprise may reserve the right not to engagesuch media if added by a client.

In one embodiment, special application-independent media viewers such asthe viewer offered in section 139 of window 133 of FIG. 5, are offeredto clients and possessed by agents so that initial illegible informationmay be made human readable regardless of the authoring application usedby the agent or the client in the process of interaction.

Rules-Based Storage and Threading of Multimedia Interactions

In a preferred embodiment of the present invention, all CINOS controlledinteractions with customers or business contacts are recorded and storedin a contact history comprising a MIS database and a text database suchas were described with reference to copending application P3313PA, anddescribed above. That is, actual multimedia interactions are recorded toone database or to a section of one database supporting all multimediatypes used in the communication center, and text-based versions arestored in another database or portion of the same database. All of theactual recorded transactions and text versions are related as a threadedcontact history which may be separate from or part of the same databaseas will be further explained below.

FIG. 7 is an exemplary overview of a multimedia-interaction storagesystem within a communication center according to an embodiment of thepresent invention. A system architecture 171 is illustrated solely forthe purpose of providing just one of many possible architectures inwhich the methods and apparatus of the invention may be practiced.Architecture 171, which in a preferred embodiment comprises bothconventional and DNT apparatus, is exemplary of an architecture thatcould facilitate CINOS according to an embodiment of the presentinvention such as is also the case of FIG. 1

At the heart of the storage system is a mass-storage repository 187adapted to store multimedia interactions as well as text-based relatedfiles. Repository 187 may utilize any form of digital storage technologyknown in the art such as Raid-Array, Optical Storage, and so on. Thestorage capacity of repository 187 will depend directly on it'simplementation with regard to the size of the communication center andpredicted amount of data that will be stored and kept by the system.

In this example, repository 187 is divided logically into two sections.One section, multimedia information system (MIS) 189, is responsible forhousing all multimedia interactions defined as media that is nottext-based such as audio, video, and graphics-based media. Allmultimedia interactions are stored in MIS 189 whether incoming,outgoing, or internal. A second section, herein referred to as textsection 191 is responsible for all text-based interactions as well astext versions related to non-text files. Sections 191 and 189 ofrepository 187 are analogous to MIS 79 and DB 75 of FIG. 3.

Repository 187 is connected to a communication-center local area network(LAN) 195. Repository 187 is accessible via LAN 195 to authorizedpersonnel within a communication center such as agents, knowledgeworkers, or the like, and may, in some instances, also be made availableto clients communicating with the call center. A network router (RTN)175 is shown connected to LAN 195 via network connection 203. In thisexample, network router 175 is the first point within a communicationcenter wherein DNT media arrives. Network router 175 is exemplary ofmany types of routers that may be used to route data over LAN 195. AnInternet-protocol-network-telephony (IPNT) switch 176 is connected tonetwork router 175 via data link as is known in the art. IPNT switch 176further routes or distributes live IPNT calls that do not requirerouting to a live agent. IPNT calls that are routed to live agents aresent over connection 203 to LAN 195 where they reach agent PC/VDU's (notshown) or DNT-capable phones (not shown) as illustrated via directionalarrows.

An object of the present invention is to record all multimediainteractions and store them in MIS 189. A further object of the presentinvention is to similarly record text versions of and text files relatedto all multimedia interactions and to store them in text-based section191. For the purpose of the present invention, a text version of anon-text file is defined as a sufficient text rendition or descriptionof a corresponding multimedia interaction. Still another object of thepresent invention is to provide an innovative mechanism whereinauthorized persons may access any particular block of text and ifdesired, call up the actual media to which the text relates.

More detail regarding the order and manipulation of repository 187 isdescribed further below.

Creating text-based versions of live multimedia interactions may, insome cases, be accomplished via an automated method. For example, adigital voice attendant 197 is provided and linked to IPNT switch 176.Digital voice attendant 197 may be of the form of a DNT-capable IVR orother digital voice-response mechanism as may be known in the art. Suchautomated attendants may interact with a voice caller instead ofrequiring a live agent. A speech to text converter 199 is provided andlinked to voice attendant 197. As digital voice attendant 197 interactswith a caller, speech to text converter 199 uses voice recognitiontechnology to convert the audio speech to text. Such text may then bestored automatically into text section 191 and related to thealso-recorded audio data.

It will be apparent to one with skill in the art that as speechrecognition technologies are further improved over their current state,which is adequate for many implementations, reliable text versions ofaudio transactions are not only possible but practical. Such speech totext conversions are used here only for the convenience of automationwherein no live attendant is needed to transcribe such audio data. Theinventor is familiar with such converters as used in the CINOS systemaccording to a preferred embodiment. Such converters provide conveniencein the practice of the present invention but are not specificallyrequired to achieve the objects of the present invention.

Manual transcription may also be used to convert audio/video to text orcode that may then be entered into text section 191. For example, a liveattendant 201 is shown connected to LAN 195. Attendant 201, in thiscase, may be given the responsibility of transcribing audio files fromspeech to text and annotating video or graphics files for the purpose ofcreating text files related to the non-text data. One or more liveattendants such as attendant 201 may be provided for this purpose. Somemedia arriving at a communication center such as the one represented viaarchitecture 171 will already be text-based and therefore require noconversion or annotation. Short e-mails, Faxes, word documents, and soon are part of this media category.

An automated services system 193 is illustrated as having a directconnection to section 191 of the data repository. System 193 is providedfor certain text-based interactions, as described above, wherein acomplete text record of the interaction may be mirrored, or otherwisecreated and stored into text section 191. Such automated services mayinclude but are not limited to automated e-mail and fax systems. Forexample, a fax may be sent and mirrored into section 191 or, perhapsrecreated using an optical character recognition (OCR) technique andthen entered. Physical text-documents such as legal papers and the like,may be automatically scanned into text section 191 before they are sentto clients. There are many possible automated techniques for enteringtext files into a database. Such methods described with regards toautomated services 193 are a convenience in practicing the presentinvention but are not specifically required to achieve the objects ofthe present invention.

With respect to the dual capability (COST/DNT) of architecture 171, acentral telephony switch 173 is provided to be a first destination forCOST calls arriving from, for example, a PSTN network. Switch 173 may bea PBX, ACD, or another known type of telephony switch. Internal COSTwiring 182 connects telephony switch 173 to agent's individualtelephones (not shown). Switch 173 is enhanced via a processor 179running an instance of T-server and an instance of Stat-server, whichare software enhancements known to the inventor and have been previouslydescribed. Such enhancements provide CTI applications, such asintelligent routing, but are not specifically required to practice thepresent invention. CINOS as previously described is adapted to beintegrated with such software when present in a CINOS enhancedcommunication-center.

An intelligent peripheral in the form of a COST IVR 177 is provided forthe purpose of interacting with callers seeking information and the likewho do not require connection to a live agent. IVR technology maycomprise voice response, touch tone interaction, or a combination ofthese technologies. IVR 177 is linked to processor 179 and also toautomated services 193. An example of an IVR interaction may be thepresentation to a caller of options for using an automated service suchas those described above, or perhaps waiting for a live agent.

A CTI to DNT interface 181 is provided for the purpose of convertingCOST interactions to digital mode compatible with DNT so as to beadapted for digital storage and interaction according to CINOSfunctionality and enterprise business rules as described above.Interface 181 is not specifically required to practice the presentinvention so long as appropriate application programming interfaces(API's) are provided for equipment that interfaces with CINOS.Bi-directional arrows illustrated between interface 181 and IVR 177represent the ability to route interactions in either direction. COST toDNT conversion may be accomplished in IVR 177 in addition to or in placeof interface 181. The connection architecture presented herein isexemplary only.

A speech to text converter 185 is provided for converting audio from theCTI side to text for entering into text section 191 as was taught withregards to converter 199 on the DNT side. Actual recorded mediainteractions are illustrated entering MIS 189 after text versions arerendered and entered into section 191, however, this is not required. Insome instances text versions of multimedia interactions may be renderedafter the interaction is stored. There is no limitation regardingsequence. It is sufficient to say that converters 185 and 199 arecapable of real-time conversion and entry.

Server 183 shown connected to LAN 195 is adapted to host a CINOS MGR.(operating system) application which provides control and organizationwith regard to various functions provided by the CINOS system as awhole. The storage architecture represented herein by element 171, andall it encompasses in this embodiment, is meant only to be an examplearchitecture as may be dedicated to the storage and organization ofcommunication-center data according to enterprise rules.

A unique method termed multimedia threading by the inventor is used in apreferred embodiment of the present invention for relating eachmultimedia interaction whether incoming to, out going from, or internalto the system, such as between an agent and a supervisor. Thisinnovative process allows agents or other authorized personnel to accesstext data and ability cross-reference the data to actual recordedmultimedia interactions which may be displayed and played back.

FIG. 8 is an illustration of a relational diagram as might be displayedon a display monitor, representing entities stored in the databasesdescribed. The blocks of FIG. 8 illustrate threaded text-blocks andtheir relationship to stored multimedia according to an embodiment ofthe present invention. Repository 187 comprises section 191 and 189 asillustrated in FIG. 7. Section 191 contains text versions ofinteractions that are related by such as chronology, issue,participants, company affiliation, and the like. The text documents andversions of non-text files, represented in this case by icons, are shownrelated by serial position. For the sake of clarity regarding theinnovative threading according to an embodiment of the presentinvention, a brief description of prior art threading follows.

Threaded dialog as is known in prior art involves a system of strings orthreads that are identified as being inherent to a single entity orsubject matter wherein the dialog (questions and replies) is about thatsubject or about a question or subject that an entity has brought forth.A threaded dialog may be finite dialog (is closed at some point) or itmay be ongoing. Typically, a thread, which connects or associates thepieces of dialog, contains all of the dialog in the order that ithappened such as in chronological order. Threading may be implementedbased on other criteria as may be appropriate for a particular situationor by particular rules.

As previously described with reference to the background section, priorart threading techniques are confined to text such as with an on-linemessage board or the like. The inventor knows of no system that supportsfull multimedia interaction. The innovative implementation taught belowintegrates the text-based thread with stored multimedia interactionssuch that one may interact with the thread and access various storedmedia associated with the thread.

Referring again to FIG. 8, a customer 205 is illustrated as having twothreads. They are issue I and issue II. Customer 205 has an assignednumber XX—XX that identifies him or her with respect to the CINOSsystem. Issues I and II may comprise sales dialog, purchasing dialog, orany other type or purposed dialog as may be generic to the hostingenterprise. Customer 205 may well be a business contact, or even aninternal agent practicing dialog with a supervisor or the like.

A series of icons 225, 227, 229, 231, 233, 235, 237 and 239 representthe type of media stored for each text block (text not shown). Forexample, issue I comprises first an e-mail text followed by a fax text,WEB text, and V-phone text. In this case, a time stamp or other knownmethod may be used to insure that each text block is in order. The iconsare interactive pointers or links to the actual media interactions thatthey represent. That is, the first block of e-mail text is associatedwith an interactive icon, in this case icon 225. By clicking on icon awith a pointer device, the actual e-mail may be accessed and viewed. Inan alternative aspect, not only the actual transaction may be presentedto a user for review, but related files may also be listed or otherwisepresented for selection and review.

A logical link 207 represents cross-referencing capability betweensections 191 and 189. Dialog may be threaded according to a wide varietyof business rules. For example, a thread or string may represent dialogabout a customer, product, agent, group of agents, group of customers,and so on. An identifier is assigned to an entity and to all thecommunication events to or from that entity, or those in which theentity may have been involved such as a group discussion or chat. Inthis way all interactions may be organized and stored accordingly.

In one embodiment, keyboard commands could be used to cross-reference toactual media instead of icons. In another embodiment, text versions ofactual media are fully viewable with the text itself appearing ininteractive form whereupon a double click may call up the associatedmedia and so on. There are many variations within the scope of theinvention.

Although actual recorded media interactions are, in this embodiment,stored in MIS 189, there does not have to be two separate databases (onefor text and one for actual media). All data may reside in one databaseand be sectioned in storage. For example, one click on the customer namemay bring up text only, while a double click on the text brings up theassociated media.

In MIS 189, recorded multimedia interactions are represented by icons241, 243, 245, 247, 249 and 251. For example element 241 represents allrecorded Video phone interactions. Element 243 represents all e-mails.Element 245 represents all recorded COST interactions. Similarassociations are made with respect to elements 247 and 251 whichrepresent WEB interactions and Video mails respectively. WEBinteractions 247 may include on-line orders, requests, informationforms, signed certificates, and so on.

Element 249 represents additional stored multimedia files dedicated to,for example, promoting the enterprises products or services. Promotionalfiles 249 may contain files of the form of any enterprise supportedmultimedia. These files may be tools that can be sent to clients uponrequest or perhaps periodically.

Referring again to section 191, element b located on the thread labeledissue I represents text from a fax. Because a fax is text-based and nota multimedia interaction, there is no corresponding media eventassociated with it. However, the fax is threaded into the dialogaccording to, in this case, chronological order. A short example of aproposed dialog concerning issue I follows.

Element 225 represents an e-mail sent by customer 205 to the enterpriserequesting pricing information. An enterprise agent responds with a fax227 to customer 205 containing the requested information. Customer 205then places an on-line order 229 along with a request for confirmationvia video phone 231. Issue I may be closed at this point. Issue II mayrepresent a threaded dialog concerning company service with regards tothe customer order of issue I, or perhaps an agent-to-manufacturerdialog regarding how the order was handled with respect to issue I.

In accordance with CINOS functionality as previously taught indescriptions above, data may be mined from repository 187 for thepurpose of enhancing service to customer 205. Mined data may be used toaffect routing of interactions, product promotions or advertisementsthat may be sent to customer 205. In some cases, mined data may effectnew dialog with a customer or business contact resulting in new threadadditions. A complete contact history with interactive linking to actualrecorded media enables the enterprise to resolve disputes more easily,better service the customer, and enhance profitability for theenterprise.

FIG. 9 is a process flow chart illustrating logical steps taken whenbuilding a threaded multimedia contact-history of communication-centerinteractions according to an embodiment of the present invention.Logical process steps as illustrated herein are meant to represent justone of many sequences which may be implemented when building amultimedia-threaded contact-history. Actual steps will depend onenterprise rules. In step 209, a current interaction to be recorded isidentified. Identifiers may include special passwords or codes foridentifying the contacts involved with the interaction. The media typeof the interaction is identified in step 211. If the media type isalready text-based, as confirmed in step 213, then the interaction isprepared for entry into a database such as section 191 of FIG. 8.Preparation may include such automated processes as scanning, mirroring,file conversions, and so on. Manual annotation via live attendants suchas attendant 201 of FIG. 7 may also be performed. In step 223, the textinteraction is entered into section 191 of repository 187 and takes it'splace along the associated dialog thread according to enterprise rules.

If the interaction is of the form of non-text media as identified instep 211, then the MIS section of repository 187, or section 189, isnotified to accept the input. At step 219, the non-text interaction isrecorded into section 189 of repository 187. This may occur in real timeas the interaction takes place, or some point after the mediainteraction was recorded.

In step 221, a text version of the recorded media or a text-baseddocument related to the transaction is rendered for storage into section191 as part of the thread. In some instances, as described withreference to FIG. 7, step 221 is automated via speech to text convertersand occurs at the same time or before the recorded multimediainteraction is entered into section 189. In other instances, textversions of multimedia interactions may be rendered after the recordedinteraction is stored. A live attendant such as attendant 201 of FIG. 7may be assigned to parse video and or audio for applicable text. Suchparsed text is entered into section 191 and takes it's place along thethread as was described above.

In all cases, an identifying medium is used to assign portions of anongoing dialog to the proper location along a thread as well as provideidentification to actual recorded media for cross-referencing such asmay occur during a system audit or contact review. Further, theappropriate icons and or links are created and associated to enteredtext wherein actual multimedia may be cross-referenced in interactivefashion. Hence, the type of media may be readily identified by anauditing or reviewing agent simply by browsing the threaded text withaccessibility to the recorded events made by interactive method such asclicking an icon with a pointer device as was previously described. Asan additional benefit all of the threaded dialog, whether text based ornot, is rendered in a form that data mining may be used to create manyuseful relationships and to derive much useful information from thestored data.

It will be apparent to one with skill in the art that the order andspecific function of logical steps as taught herein may vary accordingto the type of enterprise, existing enterprise rules, and so on. Forexample, instead of threaded dialogs being inherent to a specificcustomer with the dialog being about the customers interactions, it maybe specific to a particular agent with the dialog about the agentsactivities. Such differences in thread assignment may be incorporatedinto one rules-based repository.

Interactive Multimedia Viewers and Applications

In a preferred embodiment of the present invention, CINOS userscomprising such as customers, agents, and business associates areprovided with innovative multimedia applications that are containers fordedicated multimedia viewers enabling a particular user to perform adedicated function or functions including gaining access to and viewingmedia from selected areas of CINOS data storage. Provision of suchapplications allows any objective to be gained regarding virtually anyaspect of the enterprise. These interactive applications are built froma parent application or container that may contain all of theinteractive modules that may be desired to effect a specific applicationto be presented to a user having a need for such an application.

According to various embodiments of the present invention, which aredescribed below, the multimedia applications may be adapted for suchtasks as placing orders, previewing products, determining customerprofitability, calculating sales volumes, reviewing agent performances,or any other enterprise-conceived objective. The abilities andconstraints applied to these unique applications are limited only by theimagination, and tools available to an authorized programmer or worker,such as a knowledge worker, who creates the applications.

FIG. 10 is a block diagram illustrating an interactive multimediaapplication (IMA) tool kit and a diagram of a created IMA applicationaccording to an embodiment of the present invention. An IMA tool kit 225is provided to an authorized programmer, which may be a knowledgeworker, for the purpose of creating special multimedia applications suchas an IMA 239 (illustrated within tool kit) for users of CINOS, whereinusers may access and interact with certain pre-selected data for thepurpose of reaching decisions and performing certain dedicatedobjectives as may be defined by enterprise rules. IMA tool kit 225contains executable codes or modules represented as building blocks bythe inventors. These modules may be used by themselves for certainfunctions, or may be linked to each other to provide additional functionin a programmed order. A good example of such a module would be acombination of COM codes used to build an interactive graphicalinterface (module), and the like.

Among these functional modules are interactive media viewers (IMV's) 227which are provided and adapted for viewing certain media supported bythe enterprise hosting a communication center employing CINOS. Supportedmedia types may include but are not limited to telephony (traditional orIP), interactive voice response (IVR), e-mails, WEB embedded interfacesor forms, faxes, chat programs, multiparty threaded discussions, etc.IMV's 227 are unique in the fact that they are dedicated viewersincluding an interactive layer that enables viewing of only pre-selectedmedia as defined by enterprise rules. For example, CINOS users may beassigned an identification code or number which will also be tagged toall of their stored interactions as described elsewhere above withreference to FIG. 9. These codes may be used to associate individualswith limitations and constraints from viewing media that is not part oftheir own contact history (for example). Other limitations orconstraints may also be applied to IMV's 227 as may be conceived andimplemented by a programmer such as playing or viewing interactions ofcertain dates, playing or viewing interactions about certain subjects,and so on. An editable software layer inherent to each viewer enables aprogrammer to build such constraints into a particular viewer, and toadd the edited viewer to an IMA

Application Program Interfaces (API's) 229 are provided to allow a userto send obtained data or calculated results to connected peripheraldevices or software modules or applications as may be required foroperations such as printing, faxing, sending over a network, etc. If itis desired by enterprise rules, for example that a customer be able toprint certain text or graphic information obtained through IMA 239, thenthe appropriate interface may be provided.

Database Access Modules (DAM's) 231 are provided for allowing access tonormally restricted databases that may be connected to CINOSarchitecture. Such databases will of course include multimediainformation systems (MIS), customer information systems (CIS), which mayalso include contact and agent associated data, external databases suchas may be hosted by the enterprise, and so on. Constraints may beapplied to DAM's 231 pertaining to which and or what portions of certaindatabases may be accessed by an application.

Programming language modules 233 are provided and adapted to facilitatethe type of platform/system that an IMA such as IMA 239 will be createdfor. One IMA such as IMA 239 may be adapted to run on a variety ofsystem types and platforms. System platform modules are provided asAPI's for intended supported system/platform combinations. Mathematicalfunction modules (MFM's) are provided and adapted to interact with CINOSdatabases for the purpose of performing pre-selected calculations suchas cost averaging and so on.

In this particular embodiment, IMA 239 is a finished application readyto be distributed. IMA 239 contains default display modules (not shown)for the purpose of enabling computer screen display on a user's systemas is known in the art. IMA 239 may be stored in a special applicationsserver (not shown) connected to the CINOS network either at WAN level orat the level of the hosting communication center. The method ofdistribution for IMA's such as IMA 239 may be of the form of a WEB-basedclient presentation to a user such as in customer window 135 of FIG. 5,for example. IMA 239 may also be of the form of a browser plug-inaccessible via a server such as may be the case with a specialapplications server as described above. In other instances, suchapplications may be made a part of an agent's desktop and so on. Thereare many and varied possibilities.

In this particular embodiment, which is exemplary only, IMA 239 is ofthe form of an interactive purchase guide for bulk paper products asillustrated via underlined title. IMA 239, in this example, is logicallyseparated into two distinct operations or functions. These are operation241 and operation 243. Operation 241 is a product preview interactiveguide, while operation 243 is an order guide. The number of operationsbuilt in to an IMA such as IMA 239 will depend upon the intended purposeof the application according to enterprise rules.

For exemplary purposes, assume that IMA 239 which is, in this case, apurchase guide for bulk paper products, is to be presented to acorporate buyer who is new on the job. Because he is new, he may beuncomfortable with his own knowledge of how much or what kind of paperto buy. His predecessor may have a long purchase history with theenterprise. Therefore, he requests an IMA such as IMA 239 that willallow him to preview products, browse the past purchase history of hispredecessor, and perform a calculation that averages, by month, the lastyears paper purchases made by his company.

According to enterprise rules, IMA 239 adheres most closely to thebuyer's request. That is, It allows for preview of products (241), andleads the buyer toward an order (243). IMA 239 may, in some instances,be designed specifically for one buyer if it is determined that hislevel of business contribution warrants it. However, in most cases, IMAapplications such as application 239 will be more generic withinterchange between different users accomplished with some editingperformed based upon the intended use of the application and userparameters.

A communication center may provide a number of standard IMA's with eachIMA adapted to a different objective. A communication center may alsoprovide custom-built MIAs for any specific purpose. A certain amount ofediting ability renders one IMA usable in more than one situation.

Referring now to IMA 239, as previously described, operations 241(product preview) and operation 243 (order guide) are available andrelated to purchasing bulk paper products. Operation 241 begins bypresenting two different platform options from which a user may select.A platform A may be a Windows platform, and a platform B may be a UNIXplatform. There may be more or fewer options regarding platforms.Similarly, applicable modules such as may be generic to a certainplatform are installed with each platform. In this way, one applicationmay be run on differing platforms.

An API, labeled as such, shown logically connected beneath platforms Aand B is illustrative of an interface for linked modules depended onplatform choice. A database module (DAM) is first logically connected tothe API module previously described. The DAM controls which database ordatabases may be accessed by IMA 239. A window shown immediately beneaththe DAM provides an edit interface wherein the author or programmer mayinsert additional constraints, such as allowing access to only certaindatabase sections and so on.

A mathematical function module (MFM) labeled as such is shown beneath,and logically connected to the edit window. MFM is adapted to allowprescribed mathematical operations to be performed relative to databaseinformation such as cost averaging, grouping by product preference, andso on. Various modules as have been described herein may bring upadditional displays on a user's computer if the module in questionoffers a choice of operation or returns readable results. Furthermore,standard preview modules (not shown) may be presented as object modelsand invoke standard viewers such as may be installed on the user'scomputer system.

An interactive media viewer block (IMV) shown logically connected toMFM, allows the user to view pre-selected media interactions that arepersistently stored in a database such as MIS 189 of FIG. 7. The IMVblock shown may represent a plurality of unique IMVs or a single IMV. Inthis case three IMVs are involved, and these are represented by theblocks labeled TXT (text), VID (video), and AU (audio). Each individualIMV has an edit layer wherein a programmer may apply limitations orconstraints relative to viewing capability. In some cases the samelimitations may be applied to all the IMVs of an application in oneediting sequence, such as by doing one edit and copying that edit toother IMVs. Although there are three illustrated viewer modules thatmake up the IMV in this example, more or fewer viewer modules may beused depending upon the intended use of IMA 239 and enterprise rules.

Although not explicitly shown, each IMV is editable through a softwarelayer. In this way, a user may be limited to viewing certain mediainteractions and transactions that are allowed via enterprise rules. Forexample, TXT viewer may only be able to view e-mails from the user andagent in a specific interaction thread, but not intermittent e-mails onthe thread that may be from agent to agent or supervisor to agent and soon. Because each interactor with CINOS has an identification, and allinteractions from or to them are so identified, these identifiers may beused in the edit layer of each viewer to constrain the user. In thisway, a user may be granted access to a history database and view onlyhis interactions without imposing on other users who share the system.Likewise, agents or supervisors charged with the task of reviewing theactivities of certain other agents may use applications such as IMA 239,adapted for the stated purpose, and be constrained in terms of whoseinteractions (agent's) may be viewed, and so on. In this manner full usemay be provided to specialized users without exposing otherwisesensitive information that is not pertinent to the user or the purposeof the IMA.

Operation 243 created to allow a user to place an order for products is,in this case, a logical close for the previous operation. A modulelabeled Media Options may present standard media choices that theenterprise accepts for placing an order such as IP phone, e-mail, and soon. A connected text module (TXT) allows the user to send a quick textorder while on-line. A send button sends a completed order to theenterprise.

It will be apparent to one with skill in the art that an IMA such as IMA239 may be programmed for virtually any enterprise objective withoutdeparting from the spirit and scope of the present invention, such asthose already described. By utilizing pre-built modules instead ofwriting codes line-by-line, programmers may greatly increase theefficiency of application preparation and presentation to users. In manycases only slight editing is required to present a new application to aparticular user. By using COM, and other known conventions such as Java,applications are quickly assembled or modified as has been taughtherein.

FIG. 11 is a process flowchart illustrating logical steps for buildingan IMA for a user interacting with CINOS according to an embodiment ofthe present invention. The process described below is meant to be justone example of many differing processes that may be implemented whenbuilding and customizing an IMA such as IMA 239 of FIG. 10. The processcomponents and order of which they are assembled will depend largelyupon the type and purpose of the application being assembled andenterprise rules.

In step 238, the programmer or application author opens his tool kit.Such a tool kit may be part of tool kit 125 of FIG. 4 on a CINOS desktopinterface. In step 240, the author sets system and platform parameters.That is, he inserts the proper functional modules for use of theapplication on specific platforms and or system types. For example, theauthor may set up one application to run on more than one platform orsystem such as IBM and Macintosh. It should be noted here that if morethan one type of system is supported in one application, then theassociated modules will need to be included as well.

In step 242, the author selects a programming language module containinglibraries of known programming languages and codes. As known in the art,there are different programming languages used for different platforms.The author, in addition to building with pre-assembled modules, orbuilding blocks, may have to write certain functional code in thesupported language. In a preferred embodiment, the author has access tothese language libraries from within his tool kit.

In step 245, database access module(s) (DAMs) are selected and inserted.As previously described with reference to FIG. 10, these modules willdetermine which and what portions of databases may be accessed. In analternative embodiment these restrictions may also be a part of theeditable layer of IMVs. Step 247 covers mathematical functions relativeto selected databases. Mathematical function modules (MFM's) allow auser to perform pre-defined operations. MFMs may or may not be needed inan IMA. This step may be omitted if no such functions are requested by auser or otherwise required in an application.

In step 249, interactive media viewers (IMV's) are created using viewermodules adapted to view certain media of the type that storedinteractions comprise. An IMV is a module that may comprise one or morethan one media viewer. Each of these viewer modules are editable (viasoftware layer) and may function alone or as a component of a largermodule (comprising more than one viewer).

In step 251, closing modules are inserted to complete the application.For example, order modules are one example of a closing modules. Modulesadapted to return displayed results would be another example. Moreover,peripheral device API's may be inserted to allow results to be printed,faxed, sent over the network, etc. In this way, a supervisor reviewingthe performance of a group of agents may report to other concernedparties such as managers, enterprise board members, or the like.

The example as illustrated herein is basic but is deemed adequate by theinventor for illustration of one typical IMA building sequence. Thedescription and order of steps may vary considerably.

IMA's such as IMA 239 are transportable over a network and may be storedon a special applications server at network level, or within thecommunication center. In some embodiments, user's will be connected tothe Internet when using IMA's allowing CINOS access. In otherembodiments, agents may access CINOS resources while working off-linewith respect to the Internet. In such cases, logging on to CINOS isstill required.

It will be apparent to one with skill in the art that IMA 239 as taughtherein is interactive and displayable on a PC/VDU that is logged intoCINOS through a WAN. However, this is not specifically required topractice the present invention, but rather preferred. Other embodimentsmay include presenting a CTI interface such as an IVR wherein a user mayinteract with the application via voice or touch tone response.

In still another embodiment, such applications may be presented viaexternal media such as on a floppy disk(s) or CD-ROM wherein a user may,by inserting the disk or CD, obtain the ability of accessing theenterprise via WAN, gaining access to CINOS, and performing an objectivewith the IMA.

Stored-Media Interface Engine (Interaction Object Model)

An object of the present invention is to allow certain CINOS systems toutilize data, such as data about customers, contacts, businessassociates, products and agents, to accomplish objectives and to effectimprovements in overall system performance. Such data must be utilizedvery quickly in order to aid in influencing such system objectives asefficient routing to clients based on client data, or as anotherexample, generating an updated sales-volume report based on an entirecustomer base's latest transactional history. Certain CINOS automatedsystems will have to be able to make decisions in a time frame thatwould not be sufficient to allow physical accessing of actual media.Therefore, an innovative interface between stored multimedia data andvarious CINOS intelligent systems is provided and taught below.

According to a preferred embodiment of the present invention, astored-media interface engine is provided in the form of an interactionobject model (IOM). This unique convention provides a system-accessibleabstract of all stored interactions within a multimedia communicationcenter.

FIG. 12 is a block diagram illustrating a relationship between a massrepository 263, an interaction object model (IOM interface) 253, andseveral data-interaction systems according to an embodiment of thepresent invention. Interaction object model (IOM) 253 functions as amemory-based interface-engine between mass repository 263 and a varietyof CINOS data-interaction systems illustrated in this example ascustomer information system (CIS) 255, audit system (AT SYS) 257,routing system (RT SYS) 259, and automated services system (AS SYS) 261.It will be apparent to the skilled artisan that there may be manydifferent interaction systems, and the ones illustrated here areexemplary.

Repository 263 is analogous to mass repository 187 of FIG. 7. It islogically divided into two sections. One section is for threaded textlabeled Text-Based Data, and one is for multimedia storage labeled MISDatabase. All of the communication center's interactions andtransactions in this example are persistently stored in repository 263.

Automated CINOS systems such as systems 255 through 261 are adapted tointeract with data stored in repository 263 in order to perform theirintended functions related to CINOS operation. For example, CIS 255 usesdata in repository 263 for presenting information to agent's at the timeof or ahead of a live interaction. AT SYS 257 has to access and processdata for generating system audits. RT SYS 259 requires data forintelligent routing purposes. AS SYS 261 uses data to update andconfigure services such as faxes, e-mails, voice messaging, and thelike.

IOM 253 is adapted to function as an interface between repository 263(hard data) and the data interaction systems as described above. IOM 253is an object model comprising objects as representations of stored filesin repository 263, such as non-text files of recorded transactions. Eachobject making up the model is a representation of one such file. In apreferred embodiment, IOM is a COM-based model with which other CINOSCOM-based applications may readily interact without language conversioninterfaces. However, in other embodiments, API's may be provided wherelanguage differences are present.

IOM 253 has various capabilities in various embodiments which mayinclude, among other functions, a search function 265 adapted to acceptparameters as a guide to obtain requested information from IOM memory(element 275). There is in this embodiment a data-mining function 267adapted for mining hard data and converting mined data into suitablecode for applying to memory objects (represented interactions). Adisplay function 269 is adapted to enable data results to be displayedon suitable screen monitors which may be associated with various datainteraction systems as previously described. An API function 271provides appropriate interface for linking interaction-data systems suchas systems 255-261 to IOM 253. An edit function provides editing abilityto object parameters by system applications which may, in some instancesbe automated, or, in other instances, manned by administrators orknowledge workers. An object memory 275 is a single file containing allof the objects which represent all of the communication center's storedinteractions.

IOM 253 is run in much the same way as a standard relational objectmodel as is known in the art, except that it is confined to text dataand capable of multi-tasking (performing multiple simultaneous andunrelated functions) with respect to multiple system access. Anothermarked difference from a standard object model is the data miningfunctionality 267. In a preferred embodiment, function 267 may be usedto add additional data to IOM memory in real time.

IOM 253 uses metadata, meaning data about data, in it's abstractrepresentation of hard data files stored in repository 263 similar toother data warehousing systems. Such metadata may be, in someembodiments, compressed in memory for economy in storage. In a case suchas that described above, a compression and decompression function wouldbe added to IOM 253. IOM 253 utilizes memory area 275 for storingmetadata objects a-z as illustrated. Metadata objects a-z, asillustrated, each represent a single transaction or interaction filestored in repository 263. Hence, the number of actual objects stored inmemory 275 will equal the number of interactions stored in repository263, if every stored transaction is shadowed in the IOM.

IOM 253 is innovative in the fact that it is an object model interfaceused as an accessible abstract representation of hard data files.Therefore, data-interaction systems may typically utilize IOM 253 inperforming their dedicated functions without accessing any hard datastored in repository 263. The inventor knows of no system wherein datasystems may obtain stored information to aid their dedicated functionsin the manner and with the apparatus described above.

Memory 275 is typically located in repository 263 as is the rest of IOMfunctionality as illustrated via directional arrows emanating fromrepository 263 and pointing to a separate IOM 253. Software adapted tocommunicate with IOM 253 (not shown) may reside in each of thedata-interaction systems 255-261 as illustrated via directional arrowspointing to API function 271. The above described relationship is notspecifically required to effect the goal of the present invention, butrather preferred in it's practice. IOM 253 may reside on a separatedatabase that is linked to repository 263. Similarly, API function 271may contain all of the necessary components for interface with allcommunication center data-interaction systems without requiring eachsystem to host software. There are many differing architecturalpossibilities.

According to an embodiment of the present invention, IOM 253 iscontinually updated in real time as interactions may be stored ordeleted in repository 263. Rules-based routines determine what type ofdata will be used in each meta-data object stored in memory 275.Typically, enterprise important information such as client ID, clientparameters, transactional analysis (such as profitability rating),credit rating, and so forth, will accompany more interaction-specificdata, such as media type, interaction date, participating party ID's andtheir parameters, and any parsed information specific to the interactionand known to be required by one or more of the automated services.Interaction-specific information may include interaction purpose orgoal, interaction results such as purchase information, resolved issueinformation, and so on.

Memory objects, such as objects a-z representing interactions, are notonly identified with regards to involved parties as previouslydescribed, but may also be identified and associated according to thecommon thread order of interaction as represented in repository 263, ormore specifically, the text-based portion which is threaded dialog.

It will be apparent to one with skill in the art that an IOM such as IOM253 may be utilized with databases other than repository 263 withoutdeparting from the spirit and scope of the present invention. Forexample, IOM 253 may also be used as a system interface to productinformation databases, external knowledge databases, or virtually anyother database such as may be connected to CINOS or a similar operatingsystem.

FIG. 13 is a flow chart illustrating interactive steps associated withIOM functionality according to an embodiment of the present invention.The following basic example of IOM functionality is meant to illustratejust one possible sequence of logical steps taken when utilizing IOM253. This example should in no way limit the present invention in termsof the broadest scope to which the present invention should be afforded.

In step 277, a request to access an IOM such as IOM 253 of FIG. 12 isreceived from a data-interaction system such as RT SYS 259 of FIG. 12.In step 279, the IOM is activated to receive commands related to adedicated operation or pre-defined process. Activation in this sense isdefined as activation to receive from or communicate with a specificrequesting system.

In step 281 commands are sent to the IOM for the purpose of initiatingIOM functions as may be desired. In step 283, the IOM performs therequested function or functions. In this case, the function or functionsare adapted to provide information to be used in routing of a newinteraction. A simple example of a routing-related function would be toreturn the information associated with the identified client's last 5interactions in order to determine a best fit agent to accept the newinteraction. If it is determined that the last 5 interactions areleading to a purchase, and the prominent agent involved in the last 5interactions is identified, then the new interaction may be held forthat agent in the hopes that statistically, he is more likely to obtaina new order from the client. However, if the last 5 interactions arestagnant or leading away from a purchase, than the interaction may berouted to a new agent, perhaps with more skill at motivating clients tobuy, and so on.

In step 285, displayable results from performed functions are returnedto requesting systems. In some instances, results will not be requiredto be human readable or to be displayable on a monitor. However in otherinstances, this may be required such as an instance wherein data about aclient is forwarded to the receiving agent ahead of the clientsinteraction.

It will be readily apparent to the skilled artisan that the processsteps described above may vary in number and description according totype of business, type of data-interaction system requestinginformation, enterprise rules, and type of data accessed. This basicexample is meant to provide a broad scope of functionality.

It will be apparent to one with skill in the art that CINOS may beimplemented in a single communication center, or in a plurality ofcommunication centers linked via WAN without departing from the spiritand scope of the present invention.

It will also be apparent to one with skill in the art that rules may becreated which govern access to CINOS without departing from the spiritand scope of the present invention. For example, customers may berequired to subscribe to CINOS, and may also be provided with a customerapplication enabling such access. In another embodiment, access may begiven to the general public according to established security rulesgoverning commerce, financial transactions, and other processes.

There are many existing and future implementation opportunities for aninteraction operating system such as CINOS many of which have alreadybeen stated. The spirit and scope of the present invention is limitedonly by the claim that follow.

1. An Interaction Object Model (IOM) Interface to a data repository,comprising: objects representing files in the data repository;standardized information about each file, the information associated inthe IOM with each object; and an updating interface communicating withthe data repository, keeping the objects conformal with the files in thedata repository; and an interaction interface to automated systemfunction modules; wherein the automated system function modules requiredata associated with the files in the data repository, and are enabledto retrieve required data from the IOM, via the interaction interface,without accessing the data files in the data repository directly, theIOM enabling the automated system function modules to retrieve data morequickly and efficiently than if the automated system function modulesaccessed the data repository directly.
 2. The IOM of claim 1 wherein thedata repository is a multimedia repository in a multimedia call center,storing text and non-text transactions of the call center.
 3. The IOM ofclaim 2 wherein the system function modules include one or more of acustomer-information system, a communication routing system, an auditsystem, and messaging systems.
 4. A multimedia communication center,comprising: a data repository wherein communication center transactionsare stored as multimedia files; and an Interaction Object Model (IOM)Interface to the data repository; wherein the IOM comprises: objectsrepresenting files in the data repository; standardized informationabout each file, the information associated in the IOM with each object;an updating interface communicating with the data repository, keepingobjects conformal with the files in the data repository; and aninteraction interface to system function module; wherein the automatedsystem function modules require data associated with the files in thedata repository, and are enabled to retrieve required data from the IOM,via the interaction interface, without accessing the data files in thedata repository directly, enabling the automated system function modulesto retrieve data more quickly and efficiently than if the automatedsystem function modules accessed the data repository directly.
 5. Themultimedia communication center of claim 4 wherein the system functionmodules include one or more of a customer-information system, acommunication routing system, an audit system, and messaging systems.